Bartłomiej Kuc

· Managing the Irish Life Health and Garda Healthcare insurance ledgers, reducing aged debt and maximising timely cash collections.

· Acted as primary point of contact for Irish Life Health and Garda Healthcare accounts, strengthening relationships with insurers and internal stakeholders.

· Monitored outstanding balances, prioritised high-value accounts, and proactively followed up, enhancing cash flow.

· Investigated and followed up on omitted, partially paid, rejected, and outstanding insurance claims, securing timely payment.

· Preparing, reconciling, and accurately posting weekly insurer remittances and payments.

· Supporting internal and external audit processes by preparing documentation and responding to insurer audit requests.

· Performing account reconciliations to identify discrepancies and ensure ledger accuracy.

· Collaborating with colleagues across the Credit Control and Finance teams to resolve complex billing and payment issues.

· Responding professionally and efficiently to queries from patients, consultants, insurers, and hospital departments, ensuring prompt issue resolution.

· Processing patient refunds resulting from remittance reconciliations and direct patient enquiries, ensuring compliance with internal financial procedures.

· Maintaining accurate financial records while ensuring compliance with company policies, insurer requirements, and data protection regulations.

Supported management of additional insurer ledgers by coordinating data entry and reconciliation tasks., providing support across the Credit Control team.

• Reviewed and followed up on unpaid, part-paid, and rejected accounts, ensuring timely payment resolutions.
• Communicated with health insurers about claims processes, facilitating effective resolutions.
• Liaised with finance departments and patient accounts across hospital network in Ireland to streamline billing processes.
• Analysis of billing details, identification of discrepancies, and implementation solutions.
• Conducted onsite visits across the private hospital network to enhance operational efficiency.

• Managing and reporting on split billing debt for corporate customers, optimizing revenue collection.
• Reconciliation of payments through manual and automated methods to maintain financial integrity.
• Processed payroll files for tier one clients, ensuring accuracy and timely disbursement.
• Provided administrative support to scheme administrators and accounts teams, resolving invoicing issues and queries.
• Collaborated with cross-functional teams to improve operational efficiency and boost client satisfaction.

• Conducted quality assessments and performance reviews of customer service agents to ensure adherence to service standards and improve operational excellence.
• Performed root cause analyses to identify and address sources of errors and process inefficiencies.
• Collaborated with management to identify continuous improvement opportunities, resolve performance issues, and ensure effective error correction.
• Facilitated coaching and training sessions to improve agents' performance and support professional development.
• Reporting of CPC and Data Protection breaches to the ILH Quality Assurance and Compliance teams in accordance with regulatory requirements.

• Managed customer queries via webchat and email regarding health insurance products, ensuring timely, accurate, and customer-focused responses.
• Addressed complex customer queries and complaints with empathy and professionalism, contributing to sustained high service satisfaction.
• Executed policy endorsements and new policy setups for corporate and direct members, while resolving payment and documentation inquiries to enhance operational efficiency.
• Supported members throughout the claims process, including reviewing settlements and providing clear explanations of outcomes.
• Partnered with management to consistently meet and exceed daily service level agreements (SLAs), supporting overall team performance.
• Maintained up-to-date product knowledge in a fast-paced, evolving insurance industry to ensure accurate and compliant customer support.
• Assisted colleagues with product and process-related queries to promote team efficiency and knowledge sharing.